Newbury Home Improvement

If you are in the need of remodeling, window replacement, or home project installation needs you will want to work with Newbury Home Remolding, Anderson Windows and Doors, and Carter Lumber. The service provided by these Companies is what I call old Fashion Service that very few companies understand today. My wife Dee and I had been struggling for ten years to replace two sliding glass doors. One for the family room, the other for the master bedroom. The doors where 25 years old. We heard every sales pitch that there was to go with xyz company because they were the best that money could buy, only to be disappointed when they could not come through with their promises. Never could match color or size. After Newbury Home installed our roof with such meticulous detail, we discussed installation of the two new doors with Randy. Having sales experience for 35 plus years and knowing every sales gambit that there is, Randy impress me with his professionalism. Randy did not do a sales pitch instead he identified a problem and provided a true solution. This is unheard of today. We came to a mutual agreement that Anderson windows would be the answer to our remodeling concerns. Randy took the measurements and I thought all was done until I received a phone call from Randy the next day to ask if I was going to be home for he wanted Heather from Anderson Glass to come out to the house and double check his assessment of the dimension and assurance that the color would match existing doors and window frames. We had used Anderson in prior remolding of room, and my wifes biggest concerns were the matching of colors to existing doors and windows not being a distraction from the ambiance of the room. Heather came to the house and showed up punctually on time. I was prepared to adjust my schedule the usual two to three hours most companies today take for granted for rep's to show up for appointments. Heather showed true professionalism in her approach of fitting Anderson windows. Her assurance that color could be match only solidified our decision to use Newbury and Anderson's. Being that the windows had to be custom order due to size there was a six week lag time until installation. Once again because of poor customer service in the past from other companies, I was prepared for 8 week lag time. To my surprise, Randy called 5 ? weeks later to schedule installation of the new doors, he also asked if the installer could come out early to inspect the job to assure they would have all the materials to complete the job on time. This is unheard of, a company that cared if job was to be completed on time and to my satisfaction! This would to be my first encounter with Rick from Carter Lumber the subcontractor but not the last. Rick came out and was the epitome of professionalism. Every question that he asked was concerning my satisfaction as to how the installation was to be completed. The installation date came and on time Brain, Scott, and Ernie showed up. They removed the old door and started the new installation. As with any new remodeling job situations come up, at first I thought it was a minute distraction of the door frame. Brain pointed out three small dents in the frame due to shipping, I know if it was any other company this would have never been brought to my or any other homeowners attention, so I called Randy for advice how to handle the situation. Randy was entering into a meeting and said he would be over after the meeting, to my surprise Drew (From Newbury Home) the project manager was on my deck within 15 minutes, and took complete control of the job. Drew came up with a solution to the frame, and proceeded to direct the installation. He insisted that every known means of weatherproofing the door be applied to prevent drafts. I am sure that Drew had other responsibilities to attend to that day but Drew stayed for four hours and helped with the job. Now this is where what I call Old Fashion customer care comes into play. Not only by Newbury Homes, also Carter Lumber and Anderson . After the doors were in place,And only then did I notice a discrepancy of color in the door that was a distraction to the room. Once again I contacted Randy to inform him that the doors would not be acceptable and we needed to find a solution. This was late in the day So Randy said he would get back to me. The next morning Rick, Will, and Hassell from Carter Lumber along with Heather from Anderson's show up at my door. Being that I had time to but together a game plan for battle, I had everything in place, six on your side, tape recorder, names and phone numbers of people that could help me resolve the situation. I never needed any of them. With the utmost consideration for my satisfaction, Everyone came to conclusion that the only way to resolve the problem was to replace the two existing Anderson doors to match the color of the two new doors. There wasn't accusation of me being wrong, or me being obstinate. They identified a problem and corrected it. By this time Randy and Drew were present to coordinate everything and the installation went forward. It is very rare that I am compelled to write a testimonial for one company let alone three. The dedication to customer service that all the individual's of these three companies demonstrated could not go unannounced. There has always been two things in life that I have known to be true, One is taxes and the other is death, now because of Drew, Randy, Rick ,Will, Hassell, Heather, Brain, Scott, and Ernie I know that I will not have drafts in my home this coming winter. I also know that in the future I have three Companies that I can turn to with the utmost confidence for my needs. BPodelco Powell, Ohio